Aug 02

Improving Patient Wait Times: Vital to Patient Satisfaction

Healthcare Vendors Healthcare Leaders Hospitals Customer Experience Thought Leaders healthcare innovation healthcare IT vendors Innovation Patient Experience Process Improvement Vendor Partners Vendor Selection IT solutions Digital Solutions Patient Wait Times Patient Satisfaction

Living in a World of Convenience

As a society, we value convenience now more than ever with on demand services, such as Uber, Lyft, and Amazon Prime, soaring in popularity. Therefore, it’s not surprising that people do not like to spend their valuable time in a physician’s waiting room. I go to great lengths to avoid these long waits - I read online reviews to find the most efficient offices, utilize virtual care, or make my appointments at odd times to avoid peak hours.

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Aug 30

Vendor Tinder: Searching for your perfect (vendor) match

About Lucro Healthcare Vendors Sales HIMSS Healthcare Leaders Hospitals Decision Making User Experience Health 2.0 Customer Experience UX Sales Process healthcare IT vendors Vendor Partners Speed-Dating Vendors

It’s Friday night, and you’re looking for a date.

You drive 30 minutes to a bar, pay $20 for parking, $12 for a drink, and then things get worse.

Before you can take that first sip of your Appletini, a stranger moves in. Awkwardly close now, the stranger starts to shout:

“HI, I’M KEVIN, I DRIVE A DODGE STRATUS, I BENCH 300 LBS, AND ONE TIME I HUNG OUT WITH DRAKE AT A PARTY. I CAN MAKE ALL YOUR DREAMS COME TRUE. HERE’S A VIDEO OF ME EATING THE WORLD’S LARGEST BURGER IN 60 SECONDS. WILL YOU MARRY ME?”

You’re not interested in any of those things - Kevin is not a good match. You awkwardly panic moonwalk out of the “conversation” with Kevin...  

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Aug 10

Always Give a Good Show: How Disney's principles can shape the Patient Experience

Best Practices User Experience Customer Experience UX Design Thinking Patient Experience Disney Process Improvement

Learning from the master of magic, Walt Disney, to shape the ultimate patient experience.

Patient experience is consistently a hot topic in Lucro - on both the provider and vendor sides of the house. Summertime brings to mind many happy vacations, which in my family meant a trip to Walt Disney World - filled with magical meetings with princesses and soaring castles.

After clearing the pixie dust from my eyes, I realized (<insert headsmack here>) THIS IS ALL CUSTOMER EXPERIENCE. This is evident in everything that Disney does in their theme parks. Attendees are guests - named so that every employee is reminded to treat their customers as they would a guest in their own home. Employees are cast members, so they keep top of mind that their job is to play a role in their guests’ vacation story. There are no afterthoughts; everything is placed with intent and a spoonful of magic.

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Jun 22

The Sales Knowledge Journey

Sales Customer Experience Sales Process Knowledge Journey Customers Marketing funnel

Imagine a future client. They are the most successful and satisfied customer in your company’s history. Now, rewind all the way back to your first conversation, when they knew nothing about your product. Press play and pay attention to how and when your prospect learns about the value of your offering.

How did they learn about you? What did you share to help them make their first step? At what point did they speak with an existing client or ask about price? What greased the wheels to have your contract signed? Most importantly, what did they learn in the sales process that guaranteed success as a customer?

Documenting how your prospect acquires knowledge in your sales cycle improves sales conversions, forecasting, and customer success. Yet, it is among the most overlooked elements of a repeatable sales strategy.

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Jun 15

Sales by Submission: How the Healthcare Decision Maker's Buying Experience is Terrible

Healthcare Vendors Sales Purchasing Decisions Healthcare Leaders Hospitals User Experience Marketing Technology Customer Experience UX Design Thinking Sales Process Customers healthcare IT vendors Vendor Selection

Software companies hire User Experience (UX) pros to obsess over making their products usable and delightful. UXers merge multiple disciplines, including engineering, marketing, graphical design, and product management to meet the exact needs of a customer. They fixate on every path a user might take and compose the software’s appropriate response.

Investing in UX affects a customer’s real and perceived value from the product, as well as customer satisfaction, retention, and their lifetime value to the company. As a result, the profession is expected to double the US job growth rate through 2020 (22.1% vs. 14.3%).

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Jun 07

Change Management with User Involvement: Incorporating End-user Feedback in IT Projects (part 2 of 2)

Purchasing Decisions Healthcare Leaders Hospitals Best Practices Change Management User Experience Customer Experience UX IT solutions

In our last blog, we talked about how involving users early in projects results in better products for users, more efficient development, and other benefits to project stakeholders. Today, I’ll break down 5 user interview techniques you can start implementing right away to take advantage of the benefits.

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